Entrusting Customers with the Help of Self-Service Support

Customer preferences are changing continuously for interacting with the businesses. The support service for customers started with the phone calls to emails to live chats and now self services have become mandatory. According to a new study, 72% of the customers prefer self service support from a company rather than through phone calls or emails. They say that it is a convenient method of addressing the customer care problems.

The expectations from customer service are growing and demand for self service customer care is increasing. The internet has empowered people by giving access to the information they need. People have become comfortable using the search engines to get their answers.

Image courtesy:-www.rankminer.com

• Is this the right platform?

Another survey showed that most of the customers who tried using self service support systems were not able to resolve their issues and contacted an agent. 59% of them expressed their frustration.

Some best methods while building a strong customer help center without getting them frustrated includes:-

• ·         Optimizing results

Make sure you give your customers the results they need. Use proper keywords, their categorization, monitoring search queries so that a better experience for the customers can be created.

• ·         Visible search bar

63% of the customers are frustrated with the placement of search bar. Keep it in the front and center so that the customers can easily find and use it. 

Image courtesy:-www.digitalresearchlabs.com

 

• ·         Knowledge updation

56% of the customers say that their reason for abandoning the support center is the lack of information. Ensure the content updation and FAQ for new products, services, and problems that are added regularly to the knowledge base.

• ·         Design

For the knowledge, content is the king but design also plays a crucial role. It spells the difference between a customer able to enter a website, getting answers and exit satisfied rather than spending 10 minutes frustrating on navigation and solving the query.

A good design and even a well-developed help desk can’t be a customer service. If the customer is unable to find the answers from your knowledge base or if their query is more technical or complicated than what a help desk can solve, the representatives of customer service will have to address these concerns. Outsourcing can be the solution to whether it is a lack of resources that are stopping you.

Partnering with the right service provider can help you in addressing the immediate need that the company is facing currently. It will also help you in improving the processes, engaging customers and follow the best practices for customer service.   

Landing URL:- http://surevin.com/entrusting-customers-help-self-service-support/

Acknowledging Outbound Call Center Services

In these competitive times, sales and marketing industry proves to be significant in carrying forward the diverse functionalities of businesses. It is call center services which actually contribute to the success of a business. It’s quite natural for companies and businesses to go to a great extent in order to attract new potential customers as well as to retain the existing ones. For reaching the targeted audience, online and social marketing has slowly developed and have opened several new avenues.

 

When there is fierce competition prevailing in the market, then it calls for the help of outsourcing call center to adapt to the changing market trends. In order to carry out their business successfully, it’s quite natural for the companies to aim high and reach to greater heights. The telemarketing and customer service continues to be major channels through which brand awareness can be managed in an effective way. Moreover, these are main capabilities that can be increasingly managed and handled with the help of many companies which provide outbound call center services.

 

Picture Courtesy:- www.absmagazine.files.wordpress.com

Today, several customer care centers can be found offering both inbound and outbound telemarketing and offshore call center services. This is the main reason as to why many offshore customer support centers are developing and growing at a rapid pace and have become popular means by which the companies can manage costs effectively and thereby enhance their services.

Outsourcing tele-marketing or tele-sales services prove helpful for the company to increase the productivity to an extent and thus ensuring customer service 24*7 and telemarketing support at a very affordable cost. Several outbound customer support center sellers can carry out tasks such as hiring/employing customer care representative and telemarketers.

The range of these services allows businesses to aim for core competencies and other important tasks. It takes care of both time and resources for continuing with the hiring process of customer care representatives, so that your company needs not to worry about these minor tasks.

 

Picture Courtesy:-  www.businessnewsdaily.com

These times, several marketers are undergoing through training procedure, practice sessions and testing before joining outsourcing call center campaigns. Many offshore services centers generally require their telemarketers to make use of their college experience and degree before they undergo the process of being hired. The customer care representations also have to go through ongoing training with the help of web conferences and others conversations while assistance of other knowledgeable ones, together. This allows telemarketing agency to provide your organization with highly efficient and experienced service assistants who will work round the clock from start to end.

The onshore customer care providers rarely include educated telemarketers in different countries like US, England & Australia. When comparing Indian service centers, the ratio of trained people in western countries is quite less.

 

Picture Courtesy:- www.juusosays.com

Besides, many companies from western countries are encouraged to co-operate with the off shore call center representatives as often, because this is very much required to get familiar with the products and services. It’s helpful when planning to outsource products and services of your company and knowledge for all this is important in all aspects.

Most of the outsourcing companies of India and also of the world offer following outbound call center services. Consider all the areas that your business could benefit from:-

• Data base Selling
• Market Intelligence
• Lead Generation/ Management/Qualification
• Direct Mail Follow-up
• Seminar Population
• Debt Collection
• Product Promotion
• Information and Literature Fulfillment
• Decision Maker Contacts
• Appointment Scheduling
• Up Sell/ Cross Sell Campaigns
• Customer Satisfaction
• Surveys

Source Url :-

http://surevin.com/blog/acknowledging-outbound-call-center-services/

Outbound Call Center Services: Fortifying Factor for Growth of Business

It is referred to marketing of the business products and services over telephone. A business activity where a collection of call center agents makes outgoing calls to existing or prospective customers. This activity is technology enabled- using a predictive dialer with which a large number of calls per hour can be made.

 

Most common uses of outbound call center services are:-

• Proactive customer service (for e.g. informing of problems, delays, delivery arrangements, etc.)
• Calls to new prospective customers
• Renewals ( calls to existing customers)
• Debt collection
• Cross selling/ up selling sales calls
• Customer satisfaction surveys
• Appointment booking
• Market research
• Market intelligence and Analysis.
• Turns website visitors into customers

 

There are number of dialer regulations and outbound dialing issues to deal with.

Today when businesses are facing enormous increase in the market, call centers are pivot point of all the processes related to business. It acts as a base for receiving calls from customers at one end i.e. inbound and on the other end, makes out calls to the customer under promotional activities.

An outbound call center is an important part of a fully fledged contact center and is considered to be a place where agents calls the customers and serve them with the information regarding latest product or service that has evolved in the market, updated facilities or combined sale of the clients product.

 

They have more potential and have more aspects involved than they are known for. They have lot more to it than just telemarketing of products.It does every effort to perform good quality work at every process and at all levels. Customer support agents of the providers do everything to promote the product or service across all verticals and segments of market.

At SureVin, we offer a wide arrangement of call center services designed to take care of all the requirements regarding outbound telemarketing.

With most productive and cost efficient outbound call center services with several years of experience in the industry, SureVin focuses on offering best business solutions . We provide best quality assurance programs, technical solutions and are promised to offer excellent customer services to clients.

SureVin’s outbound call center services includes:-

• Telemarketing services
• Due date reminders and billing confirmation.
• Sales/Retention
• Up selling
• Lead Generation

Surevin’s dedicated team of agents and telemarketers give their best to create the customer needs and up sell the products or services. Everything from product sale to lead generation and database enhancement is handled by our expertise team of outbound call center service teams efficiently.

Source Url :-

http://surevin.com/blog/outbound-call-center-services-fortifying-factor-for-growth-of-business/

 

Dial 181! Get A Problem Solved On A Single Call

CM Helpline a platform for citizens of Madhya Pradesh to sort queries and issues with government, officially launched on 31st July 2014, inauguration was done by honorable chief minister Mr. Shivraj Singh Chouhan. On a daily basis CM Helpline registers an average of 4,000 complaints gets registered and sent to government officers for resolution, approx 92% of complaints have been successfully closed by government officers.

CM Helpline opens at 07:00 in the morning and close at 11:00 before midnight, with a total of 300 customer service executives login to provide service delivery to 40,000 calls that hits toll free number 181; all this is managed by a strong system designed under which 30,000 government officers from all government departments in MP mapped in the system in order to provide resolution to complaints logged in CM Helpline.

 

Providing best in class customer service CM helpline complaints gets closed with a satisfaction from end-user who has logged the complaint, and in case of non-satisfaction from end-user complaint gets forwarded to next level senior officer in the same department for re-work. Along-with complaints, at CM Helpline citizen can get information related to MP government schemes and if they have their advice or demands to MP government these can also be registered and sent to their respective department.

Back in the past, citizen having complaint related to government department has to walk-in to the department, write complaint on an application and wait for the reply, where most of the times no action was taken in a timely manner, but now just dial 181 rest will be taken care by the helpline from sending complaints to right department, doing follow-up on complaint and to inform citizen about the resolution provided by department.

All is managed by a staff of 300 trained executives of CM Helpline and its support staff includes trainer, team-leader and managers. Call-center never gets idle time as the frequency of calls is increasing day by day due to which call-center seats got increased in the past to 300.

CM Helpline is a unique process gives knowledge about MP government work-flow and gives an opportunity for students who are working in helpline to prepare for government exams like; SSC, MPPSC and many more.

Source Url:-

http://surevin.com/blog/dial-181-get-a-problem-solved-on-a-single-call/

Business Process Outsourcing (BPO) Services: Road to Enhance Success

BPO is contracting of third-party organizations. In this, companies undertake specific business tasks, both in back and front office. Front office deals with customers such sales, marketing and services departments i.e. customer support while back office deals with functions that need to run the business on its own such as Human Resources, Accounting, Information Technology.

Since last two decades, BPO services have seen a global phenomenon and there is multitude of reasons for its popularity in recent years. There are many companies claiming their excellence. They are a great advantage for all the business sectors.

A perfectly organized one help companies and organizations manage their non core business processes and back office tasks in effective manner, streamline business function, quickly achieve maximum success and enhance overall productivity of the business.

SureVin offer comprehensive BPO services across multiple sectors of business which are marketing, procurement, supply chain, learning, HR, finance and accounting. We also provide specific BPO services to match the needs of particular process or industries such as telecommunication networks, credit services, healthcare, utilities, pharmaceuticals and more.

SureVin focuses on the following dimensions:

• To increase the production of measurable business outcomes like increased sales, financial performance, better employee retention, customer acquisition and – in addition to cost efficiency.

• Analytics based insights by our deep functional experience in industry that is continuous in nature.

• A comprehensive approach that looks your business as whole and beyond any single function or project.

• To support transformational change and complexity for your organization.

• To achieve desired goals which results in increased value, a committed team work and partnership for our clients in long term.

 

Our Services Include:-

• Cross Industry BPO Services
• Marketing
• Finance and Accounting
• Supply Chain
• Procurement
• Talent Acquisition and HR

Industry Specific Services include:-

• Credit Services
• Accelerated R&D
• Health Administration
• Insurance
• Health Management
• Network
• Capacity solutions

 

For more details on our Digital Solutions, contact us today. We look forward to discuss your needs and to ways to help you with our experience.

Source Url :-
http://surevin.com/blog/business-process-outsourcing-bpo-services-road-to-enhance-success/